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Customer Service Supervisor

Date: May 11, 2022

Location: San Diego, CA, US, 92108 Denver, CO, US, 80123 Fort Collins, CO, US, 80526 Orange County, CA, US, 92859 Long Beach, CA, US, 90806 Dallas, TX, US, 75201 Tucson, AZ, US, 85641 Colorado Springs, CO, US, 80901 Los Angeles, CA, US, 90001 Houston, TX, US, 77002 Riverside, CA, US, 92501 Las Vegas, NV, US, 89107 TX, US, 78006 Keller, TX, US, 76248 Phoenix, AZ, US, 85001 Sacramento, CA, US, 95652

Company: Wawanesa Insurance

 

We’re proud to give our employees the flexibility to choose how and where they want to work. In this role, you will decide whether your preference is to work from home (remote), work from the office or a hybrid of time spent at both. You may live and work in any state where Wawanesa currently operates in the U.S.
 

The Wawanesa Mutual Insurance Company, founded in 1896, is Canada’s largest mutual insurer, with $3.9 billion in annual revenue and assets of $10.5 billion. Wawanesa Mutual, with executive offices in Winnipeg, is the parent company of Wawanesa General, which offers property and casualty insurance in California and Oregon; Wawanesa Life, which provides life insurance products and services throughout Canada; and Western Financial Group, which distributes personal and business insurance across Western Canada. With more than 5,700 employees, Wawanesa proudly serves more than two million policyholders in Canada and the United States. Wawanesa actively gives back to organizations that strengthen communities where it operates, donating well above internationally recognized benchmarks for excellence in corporate philanthropy.
 

We are currently looking for dedicated, driven, and enthusiastic individuals who thrive in an environment that welcomes change and are looking for an opportunity for diverse experience and advancement on a growing team.

 

Job Overview

Working under minimal supervision, the Customer Service Supervisor supports Wawanesa General Insurance objectives by overseeing the daily operations of the Customer Service staff, ensuring exceptional and consistent customer service delivery, effective leadership and development of staff, and complex problem resolution while ensuring adherence and compliance with Department of Insurance regulations and US Branch guidelines.

 

Schedule 

  • Monday through Friday, start time between 11:15 a.m. to 1:00 p.m. and ending between 7:45 p.m. to 9:30 p.m. Pacific Time
  • Saturday and/or Sunday, 8:00 a.m. to 4:30 p.m. Pacific Time

 

Compensation: Depends on experience and varies by state 

 

Colorado Compensation:
The pay range for this position is $65,037 - $97,555 annually, depending on experience.
This position is considered exempt for purposes of wage-hour law

 

Job Responsibilities

  • Provide leadership and mentorship through coaching and feedback to communicate expectations for employee performance and deliver regular performance appraisals
  • Perform regular quality audits to ensure exceptional service delivery, compliance with Department of Insurance Regulations and US Branch guidelines
  • Display effective contact center management skills by remaining aware of call/contact volumes and ensuring service levels, agent availability, and schedule adherence goals are achieved
  • Identify and recommend policy and process changes to support product development, increase efficiency and provide superior service
  • Serve as a subject matter expert in insurance policies, processes and regulations
  • Maximize contribution to overall departmental effectiveness through coordination of workflow with other units and departments
  • Support the development and implementation of business change for both short and long term direction
  • Foster positive working relationships with internal and external parties
  • Communicate decisions, and respond to requests in a prompt and professional manner
  • Handle escalated customer issues
  • Partner with HR to ensure compliance of company policies
  • Perform other duties as assigned

Qualifications

  • High school diploma or equivalent required, College degree preferred
  • 5 years of Personal Lines Insurance, Customer Service, or call center experience or an equivalent combination of experience and education
  • Working knowledge of Microsoft Office Suite, web-based applications and email
  • Leadership and team building skills, with the ability to facilitate high team morale by encouraging others to be excited, motivated and enthusiastic about project activities and outcomes.
  • Excellent client service orientation, with an expert understanding of customer service with the ability to establish and maintain high standards.
  • Excellent communication skills, with the ability to effectively and persuasively communicate to both customers and employees.
  • Strong problem solving skills with the ability to identify and analyze complex problems, to develop, evaluate options, and implement solutions.
  • Excellent organizational skills with the ability to prioritize and multitask effectively.
  • Previous leadership or supervisory experience would be considered an asset.
  • Ability to hold your team accountable to deliver individual and departmental results
  • Demonstrate flexibility to work various work days, extended hours, including weekends, nights and holidays
  • Current Fire and Casualty Broker-Agent or Personal Lines Broker-Agent license required or ability to complete licensing within the first 90 days of employment (if needed, company will provide course training and cover applicable license fees)
  • Knowledge of Personal Lines Insurance products, coverages and guidelines preferred
  • Completion of or enrollment in Insurance Industry coursework (CPCU, INS, AIS, etc.) preferred, but not required.
  • Bilingual English/Spanish would be considered an asset.
  • Position requires the ability to lift up to 5 lbs. on a daily basis.
  • Position requires low mobility throughout the branch buildings to meet internal customer demands.

 

Benefits and Other Total Rewards Components Include:

  • Medical, Dental and Vision
  • Flexible spending accounts (FSA)
  • Voluntary benefit plans – accident, hospital indemnity and critical illness
  • Supplemental short and long-term disability benefits
  • Life insurance
  • Enhanced 401K plan
  • Paid time off (PTO) accrued at 0.0693 hours/per hour worked to a maximum annual accrual of 18 days (135 hours)
  • You will be eligible for Wawanesa’s annual bonus plan, entitled “Goal Achievement Plan” (GAP), that rewards employees for driving Wawanesa’s success.
  • Tuition Assistance and much more

 

If you have questions about compensation and benefits, please contact our Human Resources department at 858-874-5404 or email SD_human_resources@wawanesa.com

Wawanesa General Insurance Company is an equal opportunity employer and is committed to a diverse workforce. Wawanesa provides equal employment opportunity to all employees and applicants without regard to an individual’s protected status: race/ethnicity, color, religion, creed, sex/gender, sexual orientation, gender identity/expression, marital status, pregnancy/childbirth or related conditions, national origin, disability, military or veteran status, or any other protected status.  If you are a qualified individual with a disability, you have the right to request a reasonable accommodation to assist in the application process. You may request reasonable accommodations by calling the Human Resources department at 858-874-5404 or emailing Human Resources at sdloa@wawanesa.com
 

If you are interested in this exciting, challenging position with Wawanesa, apply today with your Resume.


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Nearest Major Market: San Diego